FNB credit card -Worst Service Ever!!!

I have a credit card arrears arrangement that I did on the app to pay R594 for the next 3 months. I transferred this to the credit card on the 24th Nov as per arrangement however R1454.50 was debited on the 25th still,regardless of the arrangement,which led to me being charged R105 on my cheque account. I needed that reversed but according to Thulisile, she cannot assist me with the credit requested and also deactivate the debit order for this credit card to avoid further issue. I was on the line for 20mins+ with an agent and still did not get a resolution. The agent referred me to customer care and is not sure if they can help. Shouldn't all FNB departments know which department is responsible for what? I spoke to someone on secured chat who confirmed that the debit order is suspended and credit was requested. Till this day, 5 days after the turn around time they promised me. You'd expect better from a high charges bank like FNB. At this point I just want to go the Ombudsman...with that too,they are unable to give me necessary details. I'm trying to pay them and they are trying to cripple me even further.